Helping the community navigate digital healthcare: An NHS App volunteer's story

"I've been volunteering at libraries for about eight years. I went to the library in Southampton and on the table there were forms looking for people to volunteer for various roles. I saw one for 'digital champion' so I filled it in, and that's how I started."

"I volunteer on a Monday, doing two hours at Woolston Library and two hours in Bitterne library in the afternoon. I help people use the NHS App and support them with their IT problems - computers, iPads, tablets, mobile phones. I even help with printing, accessing documents, and transferring documents from phones to computers so they can print them."

"I do enjoy meeting people and trying to help solve their problems. Obviously, they go away quite happy when their problem has been resolved. I help them to use the NHS App, but also with Universal Credit, driving licences, passports, visas sometimes - anything they get stuck with really. It gives me a real sense of satisfaction knowing that I'm making a difference in their lives, especially when they might not have anyone else to turn to for help with technology.”

"The identity verification process can be a challenge when first setting up the NHS App, especially for those who may not have the latest smartphones with cameras to take a photo. But the verification step is just a one-time challenge, and the ongoing benefits of accessing appointments, prescriptions, and medical records make that initial effort worthwhile."

"Many of our regular visitors are older adults who didn't grow up with digital technology. They've managed most of their life without it, but more services are moving online. What makes libraries such valuable spaces for digital inclusion is that they offer a supportive learning environment with free access to computers and Wi-Fi. Once they've learned the basics with me, they can use it independently, with library staff available to help too. This builds their confidence and gives them greater control over managing their healthcare."

"I explain they can look at their medical history, view upcoming appointments, order medication, and find lots of useful information about keeping healthy. It makes everything a bit quicker and more efficient. Having your health information at your fingertips means you don't have to make phone calls to the surgery or wait for letters to arrive - everything you need is right there on your phone or tablet, available whenever you need it.

People are particularly excited about being able to see their own test results. If they’ve had a blood test, they can look at the results, not necessarily be able to interpret them, but at least they know they've got the results and then they can talk to the doctor about it if they find something abnormal."

"Go for it. Volunteer. It's really good fun. You meet a lot of interesting people and you use your brain. All of those things keep you healthy. Especially when you're getting a bit more elderly, you get a purpose, especially if you've just retired. It's like having another job and it’s really rewarding."

Born in Essex in 1948, Roy moved to Southampton as a child and now lives in Hamble with his wife Kay. Following bladder cancer treatment in 2013, he now helps others by running a stoma support group. Roy is an enthusiastic cyclist and recently celebrated cycling 10,000 miles since he began tracking his rides in 2016.

As we celebrate Volunteers' Week, Roy's story highlights the vital role volunteers play in making digital healthcare accessible to all. By supporting others to use tools like the NHS App, these digital champions are not just teaching technical skills—they're empowering people to take control of their health, building community connections, and ensuring no one gets left behind in our increasingly digital world.

Whether you have technical expertise like Roy or simply patience and a willingness to help others, consider becoming a digital volunteer. Your contribution could make a meaningful difference to individuals and communities while providing you with purpose, connection, and the satisfaction of seeing others succeed.